Job Details

Technical Writer- Knowledge Base (FVW8025)

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Teleperformance Philippines

Published

2017-04-21

Closes

 

Location

Quezon City, Metro Manila, Philippines

Category

Operations and Logistics

Type

Full-time

Description

Location Quezon City, Greater Metro Manila
Department Operations
Position Title Technical Writer- Knowledge Base (FVW8025)
Report To Center Manager

Job Summary

  • Overall responsible for ensuring all personnel in the operations team have access to, understand and effectively use information essential for servicing client's customers according to set standards of excellence.
  • Manages the knowledge base and ensures that all contents are updated, fit for purpose and easily understandable and applicable, and are reviewed by operations.

Duties/Responsibilities

  • Liaises daily with client’s knowledge/account coordinator or assigned knowledge POC to get updates and improve the materials in the knowledge database.
  • Attends daily supervisor pre-shift and in-shift meetings and discusses product and compliance updates. 
  • Does regular audits and reports back to operations.
  • Performs other related duties and assignments as required and as assigned by manager

Qualifications:

  • Superior customer service skills with experience in the contact center environment
  • Knowledge in call center tools and processes
  • Excellent coaching skills and able to effectively motivate people
  • Excellent presentation and facilitation skills
  • Strong performance management
  • Possesses high levels interpersonal skills, having the ability to work with people from diverse backgrounds
  • Strong written and verbal communication skills
  • Highly competitive but must be a team player
  • Self motivated, being a consistent performer is a major advantage
  • Ability to multi-task, good organizational and time management skills
  • Strong Analytical Skills; very detail oriented
  • Excellent problem solving and decision making skills
  • Can work under extreme pressure
  • Has a good sense of urgency, energetic, and enthusiastic
  • Computer literate and proficient with the use of MS Office products
  • Highly creative, must be able to think outside the box
  • Should have experience with writing short course or content training materials and can tailor fit such depending on intended learners.